Technology in Schools service desk
Telephone support
Our multi-skilled first line team aim to answer your telephone call within 45 seconds. On the rare occasion that all of our agents are busy, you will join a queuing system or you can opt to leave a voicemail.
Tel: 01438 544466
Email support
Email us at support@hfleducation.org
Your email will automatically raise a ticket in our Incident Management system.
Log an incident
ICT Portal account holders can raise a ticket 24 hours a day, 352 days a year via our customer portal
To apply for a portal account, please download and complete this form and return to us at the above email address.
Opening hours
| Data Management Services | Technical Services | Connectivity Services | |
|---|---|---|---|
| Monday | 8.15am to 5.00pm | 8:15am to 5:00pm | 8:15am to 5:00pm |
| Tuesday | 8:15am to 5:00pm | 8:15am to 5:00pm | 8:15am to 5:00pm |
| Wednesday | 8:15am to 5:00pm | 8:15am to 5:00pm | 8:15am to 5:00pm |
| Thursday | 8:15am to 5:00pm * | 9:30am to 5:00pm | 8:15am to 5:00pm |
| Friday | 8:15am to 4:00pm | 8:15am to 4:00pm | 8:15am to 4:00pm |
* We may close the DMS 2nd Line Service Desk at 4 pm on Thursdays (excluding census days and other periods of high volume owing to statutory returns) so that the team can keep up to date, with CPD, to provide the best possible service to our customers. The 1st Line Service Desk team are available until 5pm.
Service level agreement
Details of the Service Desk SLA are available on the HFL Education website: